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Communication Chapter

Communication Chapter

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MERRY PARKER
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293 views8 pages

Communication Chapter

Communication Chapter

Uploaded by

MERRY PARKER
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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CMT MERA RA 6 Everything thot can be said O O U ™ HePS: |) Language review Vocabulary can be said clearly. 9 Good communicators Pr LCN Listening Improving ‘communications Reading Internal communication Idioms Skills Dealing with ‘communication breakdown Case study SEAT) What makes a good communicator? Choose the three most important factors. * fluency in the language * asense of humour * an extensive vocabulary © grammatical accuracy * being a good listener * not being afraid of making mistakes * physical appearance * an awareness of body language © what other factors are important for communication? @ Discuss these questions. 4 What forms of written and spoken communication can you think of? For example: e-mails, interviews 2 Which ofthe above do you like using? Why? 3 What problems can people have with them? 4 How can these problems be solved? @ Which words below apply to good communicators? Which apply to bad communicators? communicators articulate coherent eloquent fluent focussed hesitant inhibited extrovert persuasive rambling responsive sensitive succinct reserved > Vocabulary file page 171 © Which of the words in Exercise A have the follo 4 Communication 1g meanings? 4 concise 5 clear and easy to understand 2 reluctant to speak 6 good at influencing people 3 talking in aconfused way 7 outgoing 4 able to express ideas well 8 reacting ina positive way @ Complete this talk by a communication expert with the verbs from the box. ‘ister digress interrupt explain engage clarify confuse ramble “Good communicators realy ...!/812., to people ‘and take in what is said. They maintain eye contact, and have a relaxed body language, but they seldom ssssessseeess'and stop people talking, Ifthey don’t understand and want to .. 2 something they wait for a suitable opportunity. When speaking, effective communicators are good at giving information. They do not .. Bs their listener. They make their points clearly. They will avoid technical terms, abbreviations or jargon. lFthey do need to use unfamiliar terminology they we * by giving an easy to understand example. Furthermore, although they may «++... and leave the main point to give additional information and details where appropriate, they will not............. ‘and lose sight of their main message. Really effective communicators who have the abilityto........... with colleagues, employees, customers and suppliers are a valuable asset for any business.” © () 1.1 Listen tothe talk and check your answers. @ Think of a good communicator you know. Explain why they are good at communicating, Improving jabrt questions. communications > Vocabulary file page 171 © () 1.2 Uistento the first part ofan interview with Anuj Khanna, Marketing Manager of Netsize, a marketing agency for mobile media, and answer the 4 According to Anuj Khanna: a) why have communications improved in recent years? b) how can they improve in the future? 2 What example does he give of banks improving communications with customers? © (7 133 Listen to the second part of the interview. 1 What are the consequences of the fallowing communication breakdowns? @) problems in air traffic control systems & Anuj Khanna b) delays in fixing communication systems ©) faults in cash machines 2. Which of the following developments in communication does Anuj Khanna expect to see in the future? a) more privacy for customers b) more freedom for companies to communicate with customers © more controlby customers over the messages they receive ) more communication between machines @ How do you think business communication will change in the future? as % « Corr td Internal communication mobilephones = 1g communication. flexi-time trust open plan offices small teams voice mail e-mail staff parties strong corporate identity frequent meetings © What are the advantages and disadvantages for companies of using e-mail? © Select three of the items below which, in your opinion, best contribute to Communication — it’s much easier said than done By Clare Gascoigne Trust is key in an open organisation Getting staff to talk to each other ought to be the least of your problems, but internal communication can be one of the hardest nuts to crack in business. ‘Communication comes up in every department. The repercussions of not communicating are vast,’ says ‘Theo Theobald, co-author of Shut up and Listen! The Truth About How to Communicate at Work. Poor communication can be a purely practical problem, Gearbulk, a global shipping business with branches around the ‘world, faced language and geographical difficulties, as well as a huge amount of paperwork. With up to 60 documents per cargo, it was a logistical nightmare to track and monitor jobs, while tighter security regulations after 9/11 ‘meant customs documents had to be ready before a ship was allowed to sail Installing an automated system means data is now entered only ‘once but can be accessed by anyone in the company, wherever they are. ‘Reporting is faster by a matter of months,’ says Ramon Ferrer, Vice President of Global IT at Gearbulk, ‘An operational team carrying a voyage all the way across the world doesn't always have to be talking to each other — and we don’t waste time duplicating thesame information.’ Given today’s variety of communication tools, it seems strange that we still have a problem communicating. But the | PREFERRED IT WHEN HE HID BEHIND HIS COMPUTER SENDING SIMY E-MAILS SU brave new world of high-tech can create barriers - senior managers hhide behind their computers, staff tuse voice mail to screen calls, and employees sitting next to each. other will send e-mails rather than speak. “Managers should get up, walk round the office and talk to people,” says Matt Rogan, Head of Marketing at Lane, a leadership and communications consultancy. ‘Pace-to-face communication can't be beaten.’ ‘Theobold recommends checking email only three times a day, allocating a set period of time to deal with it ‘If you leave the sound on, the temptation is as great as a ringing phone. People will interrupt ‘meetings to check thetr e-mails.” ‘Another problem is simply hitting the ‘reply all’ button, bombarding people with information. ‘We had unstructured data coming at staff from left, 70 right and centre, leaving it up to individuals to sort out, says Gearbulk’s Ferrer. ‘Our new system has reduced emails and changed 0 % 6 the way people work. It will remind 75 you about work flow” Information overload also means. people stop listening. But there may be a deeper reason why a message fails to get through, according to ‘Alex Haslam, Professor of Psychology at Exeter University. “Everyone thinks a failure to communicate is just an individual's error of judgment, but it’s not about the person: i's about the group and the group dynamics,’ he Says. ‘Just training people to be good communicators isn’t the issue.” ‘The problem is that employees develop common loyalties that are far stronger than the need to share information. This can even extend to questions of safety. In the mid-1900s there were a lot of light air crashes in Australia because the two government departments responsible for air safety weren't communicating” 100 says Haslam. ‘The government was trying to save money and both groups felt threatened. The individuals were highly identified with thelr own organisation and 105 unwilling to communicate with the other department.’ ‘Acompany is particularly at risk when cost-cutting is in the ai. Individuals withdraw into 110 departmental loyalties out of fear. ‘Sending such people on yet another ‘how to communicate’ course will be pointless. Instead, Haslam believes that identifying the sub- groups within an organisation and ‘making sure each group feels. valued and respected can do far ‘more to encourage the sharing of information. The key to 120 communication, he says, is trust. From the Financial Times ss FINANCIAL TIMES 1 Communication | @ Read the article and complete the chart below. © Read the article again and answer these questions. 4. What communication problems did Gearbulk have? 2 How did Gearbulk overcome the problems? 3, What solutions does Theobald recommend for the above problems? 4 According to the author, why do staff often receive too many e-mails? 5 Why weren't the two government departments (responsible for air safety) communicating? 6 What does the author think about sending people on communication courses? © Which word in each group does not form a word partnership with the word In bold? 1 waste time resources formation 2 face trouble problems

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